On Hold Products
Telemallaudio On Hold Telemallaudio is a production company for any recorded voice and music purpose. Telemallaudio founded the On Hold industry in 1986 and with its retail subsidiary the Message On Hold Company, has more history and experience than any other provider in Australia. This company still sets the industry standards for production quality, scripting, voice selection, music library, equipment, technical expertise and client management. Telemallaudio has done the hard yards, with over 617,000 hours of industry experience as at 2010, and has a client base of thousands including over 900 national corporations. You choose well in asking this company to help you meet your telephone customer communications needs.
So how do I get started? The sales process is based on 6 steps: ■ Identify the number of locations for service.
■ Identify all factors affecting the implementation of an optimal On Hold Service
(call volumes, wait times, caller needs analysis, demographics, other). ■ Decide the best script and presentation strategy including how many
production updates per year. ■ Identify the best equipment for your needs.
■ Confirm the plan for implementation – this is your own unique communications strategy.
■ Determine which of our On Hold product range will optimise the plan.
A few quick dos and don’ts If you need a Message On Hold Service: ■ Don’t ring and ask for a price!
Do ask what you need to know to build your own unique On Hold communications. ■ Don’t worry about the delivery technology.
Do sort out what script styles, content and periodic updates you need for optimal On Hold communications. ■ Don’t think music, radio, or entertainment
on hold formats are ok these days – trivialise your hold and you trivialise your callers.
Let’s look at our On Hold product range?
Each of these products represents a specific grade of service. Once your own On Hold communications strategy has been defined, one of these services is selected.
For instance, an On Hold 4 means four script updates and new recordings per annum.
The Telemallaudio Grade of Service Guarantee applies for each product.
Grade of Service Guarantee: ■
An agreed number of recorded updates per year to a schedule or when required.
A choice of script styles for each update.
Fresh contemporary mix of male and female voice talent each update.
New exclusive library music tracks each update (includes copyright).
A sound check by Telemallaudio engineers after each update.
A 24/7 Technical Support Service Hotline.
Telemallaudio On Hold script styles – this is what it is really about Your On Hold script is your customer communication entry point – it speaks for you and communicates on your behalf. Select any of the exciting range of script styles presented on the following pages.
Conventional script style: (The traditional Script Production Style) ■
6 to 12 minute cycles.
Periodic production updates.
Between 8 and 16 short paragraphs.
Male and female voice artists.
One topic per paragraph.
Scripts are usually conversational.
Short music interludes between each paragraph.
Representative of client image / brand.
Benefits of the conventional script style: ■
Has stood the test of time and has good technique for capturing listener attention.
High content variation mitigates boredom.
Suited for many styles of presentation: informative, instructional, promotional, educational, humorous and invitational.
Introduced in 1986 !
Fast facts script style: ■
Short, verbal bullet points - a succinct style, ideal for calls to action.
Presented with easy to understand technique.
Often used as a quick top or tail follow up to other messages.
Ideal mixed with other messages to add variety for the listener.
Benefits of the fast facts script style: ■
Ideal when hold times are short, or a quick point is to be made.
Can bring immediate attention to important info without the detail.
Great as advisories when the web may be better than the phone.
Useful for other message reinforcement, statements, brand and slogans.
Client interview script style: ■
Professional interview, usually one of your senior personnel.
The interview is a recording of prepared questions.
Divided into short segments for insertion into your On Hold format.
Interviews can be with your CEO, a recognised expert, a satisfied client, or other identity within your industry, community or company.
Benefits of the client interview script style: ■
Puts a voice to your company which is personal and engaging.
Brings great variety, normalises and humanises your business.
The one-on-one interview style greatly enhances credibility.
Presents a range of topics through genuine conversation.
Achieves high information retention with the listener.
Brings unique and exclusive elements to the On Hold environment.
New Style for 2010
Experience Talks script style: ■ Your business through the eyes of professional commentators ■ Scripted to portray scenarios through first hand experience ■ Voice artists present your topics with relaxed commentary ■ Topics become stories communicating directly with customers ■ Recordings can be edited into a number of updates each year ■ A recording can also be edited to mix with other script styles
Benefits of the Experience Talks Script Style: ■
One of the most personal customer communications available
Well received by callers on hold due to the empathy it generates
Takes the customer perspective and engages caller interest
Is a style suited to bringing to life any of your topics
High ROI potential as any calls to action are one to one
Highly descriptive way to present: humour, seriousness, intrigue etc
New Style for 2010
Radio commercial script style:
New Style for 2010
■ A radio commercial production formatted for use On Hold. ■ Can be on any topic about your organisation or industry and often
recorded with top and tail introducing the commercial. ■ Generally used to enhance variety within conventional productions. ■ Sound effects and voice talent bring character roles to life. ■ Most used when you have a range of products and pricing variations
or where productions have a defined life for specific campaigns.
Benefits of the radio commercial script style: ■ Brings bright spots and variations to conventional productions. ■ Great at capturing attention with strong call to action capability. ■ Can draw attention to key offers within a broad range of products. ■ Elevates your corporate status in the eyes of your customer. ■ Has high emotional value for distracting waiting customers and creating interest. ■ Can have immediate effect to change the tone of your On Hold presentation –
can jump from humour, to facts, to informative, to lively and buoyant etc.
Talkback radio script style:
New Style for 2010
■ Simulated telephone talkback with your own On Hold radio host. ■ One or more voice artists are scripted for the caller roles. ■ Topics are selected for their relevance to your customers and your business. ■ Talkback radio is a relaxed and friendly production. ■ Typically 10 to 15 minutes of production time is edited onto 60 second segments. ■ Music from our extensive playlists is played between segments.
Benefits of the talkback radio script style: ■ Creates a new and exciting level of customer engagement. ■ Ideal for attracting and focusing customer attention. ■ An ideal script style when a part of an audio mix with other styles. ■ Brings to life matters of interest and relevance to your customers. ■ Real-life scenarios can be presented from your customers’ perspective. ■ Calls to action become compelling and tangible within the scripted scenarios. ■ Ideal for question/answer techniques allowing unlimited topics to be explored.
Selection of music genre: Music to characterise your business will have a profound effect on ‘caller’ experience and their understanding of what you represent. What’s your music style? What does your company represent? Many options are available to bring your character and defining image to life. Here are just a few examples from our extensive library:
A message from the Director The founder of Message On Hold is David Bonnin, he has this to say: “It is interesting to note that when you put someone on hold you are being pretty inconsiderate to a fellow human being and prospective customer. So I would like it on record that in starting the Message On Hold industry in 1986, I did not set out to provide a solution for poor customer service! “The reality is that since 1986 it has transpired that recorded voice announcements have become a vital part of customer communications, to such an extent that the customer experience is now recognised as the make or break for success in customer retention, sales and revenue growth. “Telemallaudio is building on hard-won experience gained over the years and continues to develop, refine and implement market leading On Hold strategies, and levels of customer service second to none anywhere in the world. “Telemallaudio will continue to develop new On Hold products and nurture its customer service culture above all else. This breathes fresh air to an industry needing vitality. “Select Telemallaudio and you take the first step towards consistent caller satisfaction. Let us help your business stand out from your competitors – after all, that’s exactly what we do!”
Audio Solutions for On-Hold, On-Line and On-Site applications
21 Henry Street Stepney South Australia 5069
Telephone: (08) 8362 8188 Facsimile: (08) 8362 9431